Case Study: Global Technology Company achieves 35% increase in agent availability and 50% reduction in pause time with Alvaria Motivate

Improving Customer Support with Game Mechanics

A global $80M+ technology company with thousands of client sites and support centers in the US, UK, Australia and the Philippines was managing 7,000+ customer inquiries per month with more than 100 representatives. Leadership faced the twin challenges of motivating and engaging agents across regions while measuring quality, coaching, training and enforcing schedule adherence — all of which required significant manual administration and cost.

The company implemented Alvaria Motivate’s gamified platform — leaderboards, KPI scorecards with ML forecasts, dashboards, and competition-based rewards — to streamline management and boost agent engagement. The results were dramatic: available time rose from 12% to 47%, talk time increased from 14% to 20%, pause time fell from 71% to 28%, Average Speed of Answer dropped from 1:00 to 0:10, and abandon rates fell from 1% to 0.05%, along with reduced admin effort and faster coaching.